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Services by Support Location <br /> Advanced Support 2021-22 US - SLG-West 6/1/2021 - 5/31/2022 <br /> Quantity Service Service Type <br /> Included Advanced Advisory Support Hours As-needed Advisory Services <br /> Advanced Built-in Proactive Services <br /> • Advanced Built-in Proactive Services - <br /> 1 ea Administrative <br /> Generic <br /> Included Advanced Problem Resolution Hours As-needed Problem Resolution <br /> Support <br /> Included Advanced Service Delivery Management Service Delivery <br /> Management <br /> Included On-demand Assessment On-Demand Assessment <br /> 1 ea On-Demand Assessment - Setup and Config On-Demand Assessment <br /> Service Remote <br /> Included On-demand Education On-Demand Education <br /> Included Online Support Portal Administrative <br /> 100 ea Reactive Enabled Contacts Problem Resolution <br /> Support <br /> Included Webcasts As-Needed Webcast <br /> 1 ea Onsite Visit Onsite Support <br /> 550 ea Proactive Credits Proactive Credits <br /> Included Service Delivery Management Extended Service Delivery <br /> Management <br /> 1.3. Support Services Fees. <br /> The items listed in the table above represent the services that Customer has pre-purchased for <br /> use during the term of this Work Order, and applicable fees are shown in the table below. <br /> Microsoft Support Services are a non-refundable prepaid service. Microsoft must receive <br /> Customer purchase order or payment before Microsoft commences or continues, as applicable, <br /> provision of Microsoft Support Services. If Customer issues a purchase order, Microsoft will invoice <br /> Customer, and Customer agrees to pay Microsoft within 30 calendar days of the date of Microsoft <br /> invoice. Microsoft reserves the right to adjust Microsoft fees prior to entering into any changes to <br /> the Microsoft Support Services ordered herein. <br /> 9.1 US SLG Unified ESWO(PSUS)(Nov2019) Page 3 of 8 <br />